Client Redress Case Manager

Client Redress Case Manager

12-month fixed term contract

Field‑based, aligned to your nearest Succession office
Competitive salary + excellent benefits

Succession Wealth, part of the Aviva Group, is one of the UK’s leading independent financial planning and wealth management businesses. We pride ourselves on delivering high‑quality, ethical support and ensuring the best possible outcomes for our clients.

We are now seeking a diligent and analytical Client Redress Case Manager to join our Client Resolution Team and play a key role in investigating and resolving client redress requests following internal errors.

The Role

This role sits at the heart of our commitment to transparent, fair and timely client outcomes. As Client Redress Case Manager, you will work closely with the Senior Client Redress Manager and Head of Client Resolution to investigate redress requests, complete accurate calculations, and ensure clients receive a high‑quality, empathetic and professional service.

Your work will help enhance the quality and consistency of our processes, safeguard excellent client outcomes, and support continuous improvement across the business.

Key Responsibilities Include

Investigate & Resolve Redress Requests

• Assess, investigate and calculate redress following internal errors within agreed timescales.
• Act as a point of reference for redress‑related queries across the business.

Maintain Standards & Regulatory Alignment

• Work in accordance with the Client Redress Policy and procedures.
• Communicate clearly with clients and internal teams, ensuring accurate information is shared.
• Obtain approval for redress payments and maintain thorough documentation.

Support Continuous Improvement

• Conduct root cause analysis, identify lessons learned and support remedial actions.
• Contribute to MI reporting, provide insights, and recommend process improvements.
• Assist with training new colleagues and supporting team members as needed.

Build Strong Internal Relationships

• Work collaboratively with Risk & Compliance, planners, paraplanners, investment operations and other stakeholders.
• Promote a culture of professionalism, quality, and client‑focused outcomes.

What You’ll Bring

• Experience preparing redress or financial calculations (investments/pensions) – ESSENTIAL
• Knowledge of the UK regulatory environment (essential)
• Diploma in Financial Services or relevant qualification (desirable)
• Minimum 3 years’ experience in a regulated environment
• Excellent communication skills, both written and verbal
• Strong organisational skills and the ability to work independently
• A proactive mindset, with a drive for continuous improvement

What you can expect from us

A competitive basic salary, annual pay reviews and performance linked increases as well as a fantastic range of benefits including:

• 25 days Annual leave rapidly increasing with service, plus bank holidays and additional days for Christmas closure.
• Excellent company pension scheme with a generous employer contribution.
• Agile and family friendly working arrangements to allow for a great work/life balance.
• Company sick pay.
• Enhanced maternity, paternity and adoption pay.
• Up to 40% discount on Aviva Insurance & Investment products.
• £465 towards the purchase of home office equipment.
• Group Life Assurance Scheme: 8 x salary.
• Access to the Benefit Hub; discounts on shopping, dining out, holidays and lots more!
• A range of health benefits including eye care vouchers, flu vaccinations, Annual Health Screening, Digitial GP, Mental health and Nutrition Sessions and Employee Assistance Programme.
• Voluntary flexible benefits platform including Private Medical Insurance, Medical Cash Plan, Dental Insurance, Critical Illness and Health Screening.
• Support with cost of professional exams /study days.
• Charity Days.
• Company Events

Support in achieving your career goals

• Sponsorship for relevant professional exams and study leave.
• Access to Insights Discovery, a psychometric tool, which helps individuals and teams to connect better, overcome challenges & conflict resulting in high performing teams.
• Clear career pathways and endless internal job opportunities.

We do not accept unsolicited cv submissions from agencies, any such will be accepted as a direct application from the candidate.

Succession is committed to building and preserving a culture of inclusion and diversity. With a diverse team of employees we are able to grow, innovate and deliver excellent client care to help us reach our goals as a business. Our diverse teams help us reflect and understand the communities in which we operate and the subjects we cover in our everyday work.

In recruiting for Succession, we welcome the unique contributions all candidates can bring regardless of their background and strive to ensure that every candidate is given the best chance of success through fair and equitable recruitment practice.